Helpdesk Training Article
Prior to starting a test, the device check screen will check the following:
The Device Resolution check may fail if you have zoomed in too much on the device. If this is the case the following error will appear:
To fix this, you will need to zoom out until the device check passes. The zoom can be adjusted in two places:
Windows Settings
In Windows Settings, navigate to the Display tab, then under Scale and layout you can change the zoom for all applications.
We recommend you set this to 100%.
Chromebook Settings
Zoom on a Chromebook can be set by going to the Display app, then adjusting the Display Size bar from Small to Large. We recommend you set this to the default option.
Browser Zoom
You can zoom in on the browser by clicking ctrl+mouse wheel, or by going to the settings menu and setting the zoom percentage.
We recommend you set this to 100%. The maximum if needed is 125%.
Total Zoom
The overall total zoom will be a combination of the zoom set in the windows settings and the browser settings. If you have zoomed in on one of those settings, you may then need to zoom out on the other. As an example on one device, if the Windows zoom is set to 150%, the browser zoom needs to be 90% for the device check to pass. This ratio will vary depending on the screen size and resolution of your device, therefore if you are getting the error, try zooming out until it disappears and the device check passes.
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